Making a complaint

Creative Skillset Customer Complaints Procedure

Creative Skillset is a company limited by guarantee and a registered charity. It is an employer-driven organisation that articulates the voice of the employers of more than 85% of the UK's workforce on skills issues.

Creative Skillset is committed to being open and accessible and we welcome all comments on our work and the services we provide. We strive to provide the very highest standards of professionalism and customer service.

However, there may be occasions when you feel dissatisfied with the service you have received from us. Our customer complaints procedure is as follows:

Stage 1 – Initial complaint

If you are dissatisfied with any aspect of the service you have received from Creative Skillset, we ask that you initially liaise with the member of staff concerned. We hope that most complaints can be resolved quickly and to your satisfaction in this way.

Stage 2 – Formal complaint

If you are dissatisfied with the initial response we would like you to put the details of your complaint in writing. We request you contact us within four weeks of the initial complaint. If you require a large print version please email complaints@creativeskillset.org or call 0207 713 9800. You can make a complaint by completing the following form:

Once your complaint has been received, you will receive an acknowledgement within five working days indicating who will be responding to your complaint and their contact details. You will receive a full response from the relevant manager(s) within 15 working days.

From this point onwards, all correspondence will have a reference number for this specific complaint and we would like you to quote this in any correspondence you have with us. All correspondence will be recorded in our internal complaints log.

Stage 3 – If you are not satisfied

If you are not content with the responses you have received to date, then our Chief Executive Officer will investigate the complaint. Please address your letter to:

Chief ExecutiveCreative Skillset,94 Euston Street,London, NW1 2HA.

At this stage it is also possible to contact us via textphone or audio tape/CD. You will receive an acknowledgement within five working days and a full response within 15 working days.

The Chief Executive Officer will investigate the circumstances of your complaint, review the responses you have received to date and speak to the staff involved. You will then receive notification in writing of the decision on your complaint and what action, if any will be taken.

Step 4 – Appeals

If you have exhausted the previous three stages and you still do not agree with the adjudication provided by the Chief Executive then you may appeal to the Chair of Creative Skillset's Board of Trustees/Directors.

The Chair will instigate further enquiries in to the matter in dispute. Appeals may take longer to be arbitrated upon due to level of investigation required. You will receive a response to your appeal in writing from the Chair of Creative Skillset's Board of Directors/Trustees within 20 working days of receipt.

Details of these procedures can be obtained from the person to whom your application for funding was submitted. Decisions on the awarding of funds are made at the discretion of the Creative Skillset and there is no appeal against a decision taken on creative grounds.

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We may also give your personal information to other people and organisations if we have to do so by law or if you have given us permission.